Computer system and method for maintenance management including collaboration across clients

ABSTRACT

A computer system is provided that is connected to the Internet and enables a plurality of network connected devices to access a novel and innovative resource management platform. The computer system includes an Internet enabled computer platform that implements a multi-tenant architecture that enables multiple platform clients to populate the platform with various information regarding their resource management requirements. The computer system includes one or more tools that (i) track activities of users in connection with the management of resources, (ii) extracts insights from such activities, and/or (iii) enables users to upload information or documents related to resource management to the computer system, such tools enabling the automated suggestion of maintenance actions and/or product or service requirements of platform clients. A range of different intelligent features are provided. The computer system may include a CMMS with intelligent features. A number of related computer implemented methods for managing resources in an intelligent way, and based on collective information and knowledge is also provided.

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims all benefit, including priority, of each of U.S.Provisional Patent Application Ser. No. 61/694,535, filed on Aug. 29,2012, entitled SYSTEM AND METHOD FOR ENABLING A MAINTENANCE RELATEDCOMMUNITY BASED ON SOCIAL MEDIA INTERACTIONS, the entire contents ofwhich are incorporated herein by this reference.

FIELD OF INVENTION

The present invention relates to maintenance management systems.

BACKGROUND OF INVENTION

Every business must manage the various resources that are critical totheir business operations. Large enterprises often make significantinvestments in implementation of platforms and development of businessprocesses related to resource management. These investments are outsidethe reach of many small to medium enterprise (SMEs) that constituteninety-nine percent (99%) of enterprises.

A good example of this is the maintenance of equipment. Maintenance is acritical aspect of any business, in any industry, yet in many casesthere is little focus on maintenance until there has been a breakdown.Maintenance related downtime can be very costly to a business, sometimesresulting in significant losses every hour that a key machine is down.

Maintenance departments typically rely on unreliable paper-basedinformation systems that often produce inaccurate, outdated, confusing,or non-existent data, which can be lost or destroyed easily. Moreover,it is often challenging to align and manage a maintenance department'spriorities (such as maintaining a machine) with a productiondepartment's priorities (such as manufacturing goods).

Various computerized maintenance management systems (CMMS's) are known.These systems are designed to digitize data and manage a maintenancedepartment's activities such as work orders, scheduling, reporting,inventory, and personnel. However, the proper use of a CMMS is generallyfraught with difficulty due to the complex nature of most CMMS's, theirsignificant cost, and non-intuitive or confusing workflows, which takentogether, do not lead to improved efficiencies or productivities of amaintenance department, or to a company's bottom line.

Many prior CMMS's: (a) are difficult to setup, maintain and use, (b) donot facilitate access to required information, and (c) do not enable keyfunctions that are desired by customers such as parts procurement.

The problems identified above lead to lost productivity, increaseddowntime, reduced efficiencies and low competitiveness.

There is a need for a resource management platform and also moreparticularly a maintenance management platform that addresses one ormore of the mentioned problems.

SUMMARY OF INVENTION

In one aspect of the invention, a computer system is provided that isconnected to the Internet and enables a plurality of network connecteddevices to access a novel and innovative resource management platform.The computer system may be implemented as an Internet enabled computerplatform that implements a multi-tenant architecture that enablesmultiple platform clients to populate the platform with variousinformation regarding their resource management requirements.

In one implementation the computer system includes one or more toolsthat (i) track activities of users in connection with the management ofresources, (ii) extracts insights from such activities, and/or (iii)enables users to upload information or documents related to resourcemanagement to the computer system. The computer system includes a seriesof intelligent features that use (i), (ii) and/or (iii) to suggestautomatically maintenance actions and/or product or service requirementsto users.

In one implementation of the invention, the computer system provides aCMMS, and users configure a list of machines or other products thatrequire maintenance. The CMMS is configured to include one or moreintelligent features that streamline the process of setting up aplatform client's maintenance requirements on the CMMS, and automate oneor more maintenance related actions.

In one aspect of the invention, a cloud based CMMS is provided thatenables management or maintenance of various enterprise assets (such asfor example equipment) including for example:

(A) Logging of various assets requiring maintenance (“assets”);

(B) Generation and tracking of maintenance schedules. This may includetracking various maintenance “activities” associated with an asset (forexample performing a particular diagnostic operation, or maintenanceoperation). Activities may be “required” or “recommended”. The platformmay be configured to generate reminders and/or calendar entries based onactivities. The platform may enable an administrator to assignactivities to particular personnel and also send reminders to theirmobile phone for example based on user defined parameters.

(C) Executing activities, including on an automated basis. This mayinclude checking an inventory system to see if a part required for anactivity is available, or ordering a part automatically from a supplier.As part of the execution related features, the CMMS may also includesupply chain management tools (including order processing and deliverymanagement).

In another aspect of the present invention, the CMMS is configured toimplement a preventative approach to maintenance of assets.

In another aspect, a system for managing maintenance of resources suchas equipment or devices, is provided comprising: (A) a plurality ofcomputer terminals linked to a computer network, each computer terminalassociated with an individual; and (B) one or more computers executing acomputerized maintenance management system (CMMS) as a computer networkservice made available to users of a plurality of clients using thecomputer terminals; wherein the CMMS (i) tracks activities of users(across at least two clients) in connection with the management ofresources, (ii) extracts insights from such activities, and optionally(iii) enables users to upload information or documents related toresource management to the system, and extracts from such information ordocuments an information set; and wherein the CMMS analyses theinformation set and generates automatically one or more suggestedmaintenance actions and/or product or service requirements for clients(“suggestions”), and communicates the suggestions to one or more clientsfor whom it is determined that the suggestions are relevant.

In another aspect, the CMMS monitors the performance of a set ofresources associated with varying maintenance actions, and extracts bestpractice information based on the resources that perform the best, anduses these best practices to generate suggestions.

In another aspect, the CMMS includes one or more data filters forfiltering confidential information, sensitive information, orinformation that a client elects not to share, from suggestions.

In another aspect, the system comprises a social networking platformthat enables clients to selectively share maintenance relatedinformation. In yet another aspect, the social networking platformenables clients to aggregate product or service requirements in order toshare costs.

In a still other aspect, the social networking platform enables clientsto permit their inventory information to be accessible, or accessible inpart, by one or more other clients selected by them (networked clients),in order to share inventory, including parts inventory.

In another aspect, the CMMS allows clients to search for required partsfrom networked clients based on part parameters and geographicparameters. In yet another aspect, the CMMS automatically detects gapsin a first client's inventory based on its resources, and automaticallysuggests inventory available from its networked clients.

In another aspect, the CMMS comprises: (A) the computer network service;and (B) a local computer system component that connects to the computernetwork service; wherein the local computer system includes an exportutility that permits a client to selectively determine the informationto be exported to the computer network service for storage to a datastore for use in routines using information across a plurality ofclients.

In yet another aspect, the CMMS includes or connects to a semanticanalyzer for determining that two or more information sets relate to asimilar resource or to the same resource.

In another aspect, the suggestions include: a maintenance action; orpurchase of particular new piece of equipment, or part.

In another aspect, a method is provided for managing maintenance ofresources such as equipment or devices, the method comprising: linking aplurality of computer terminals to a computer network, each computerterminal associated with an individual, and linking one or more of thecomputer terminals to one or more computers executing a computerizedmaintenance management system (CMMS), implemented as a computer networkservice made available to users of a plurality of clients using thecomputer terminals; two or more clients (“participating clients”)permitting the CMMS to (i) track activities of users across theparticipating clients in connection with the management of resources,(ii) extract insights from such activities, and optionally (iii)enabling users to upload information or documents related to resourcemanagement to the computer system, thereby extracting an informationset; the CMMS executing an analytics and suggestion routine, theanalytics and suggestion routine analyzing the information set andgenerating automatically one or more suggested maintenance actionsand/or product or service requirements for clients (“suggestions”); andat least one client receiving suggestions at one or more computerterminals.

In this respect, before explaining at least one embodiment of theinvention in detail, it is to be understood that the invention is notlimited in its application to the details of construction and to thearrangements of the components set forth in the following description orillustrated in the drawings. The invention is capable of otherembodiments and of being practiced and carried out in various ways.Also, it is to be understood that the phraseology and terminologyemployed herein are for the purpose of description and should not beregarded as limiting.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will be better understood and objects of the inventionwill become apparent when consideration is given to the followingdetailed description thereof. Such description makes reference to theannexed drawings wherein:

FIG. 1 is a system diagram of the system of the present invention, inone implementation thereof;

FIG. 2 is another system diagram illustrating the present invention, inanother implementation thereof;

FIG. 3 is another system diagram illustrating a further implementationof the invention that includes enterprise server computer programinstallations that connect to the web-based platform of the presentinvention;

FIGS. 4 a, 4 b, 4 c, 4 d, 4 e, 4 f, 4 g, 4 h and 4 i show representativeweb pages presented by the computer server of the present invention;

FIGS. 4 j and 4 k shows representative user interfaces presented by amobile application that interoperates with the computer server of thepresent invention;

FIG. 5 illustrates a possible generic computer system implementation ofthe present invention.

In the drawings, embodiments of the invention are illustrated by way ofexample. It is to be expressly understood that the description anddrawings are only for the purpose of illustration and as an aid tounderstanding, and are not intended as a definition of the limits of theinvention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT Definitions

In this disclosure, by “social networking platform” means any computernetwork implemented application platform that is operable to generate aseries of web pages so as to define a series of user interactions and/orworkflows, including social media interactions, that define a socialnetworking environment.

“Friends” refers to two or more users of a social networking platformwho share one or more social interaction privileges by operation of thesocial networking platform, based on one or more pre-established rules.Conferring the social interaction privileges may require user acceptanceand/or may be assigned automatically by the social networking platformbased on the rules.

“Social media interactions” refer to the various interactions betweenusers of a social networking platform (including “friends”), theinteractions including various communications (such as platformmessaging, instant messaging, videoconferencing, voice messaging, etc.),uploading or posting content in one or more media, downloading contentin one or more media, watching content in one or more media, reviewingor rating content including “objects”, taking a quiz, selling or tradingitems such as “objects”, and so on.

“Objects” include any content or media object that may be used orconsumed in connection with social interactions, such as for example asocial feed, a message, a use case, a video, quiz, a tip, a discussion,a digital good, etc.

Resource Management Platform with Integrated Social Features

As shown in FIG. 1, in one aspect of the invention a resource managementplatform (10) is provided. The platform (10) utilizes a multi-tenantarchitecture that enables multiple platform clients (12) to populate theplatform (10) (for example a database (14) associated with the platform(10)) with various information regarding their resource managementrequirements. Significantly, the resource management platform (10)includes a social networking layer, which may be implemented using asocial networking platform (16) for enabling platform clients (12) toco-operate through the platform (10) by sharing information andoptionally resources, and aggregating requirements for products andservices related to resource management, thereby lowering costs, asfurther explained below.

Typically, enterprise clients manage their resources as an internalmatter and do not share information and resources with one another. Manyenterprises use an enterprise resource planning platform or ERP systemto manage the various products and services that they consume inoperating their business. These systems often include features forproduct ordering and delivery, inventory management, transportationmanagement, accounting, contract management and so on.

One of the insights of the inventors is that tremendous benefits can berealized by various entities, including businesses and governmentorganizations (referred to as “enterprises” in this disclosure), if amechanism can be found to motivate enterprises to share information andresources. One aspect of the invention is the discovery that thisobjective can be met by providing a resource management platform (10)that provides tools that are valuable to enterprises in their internalresource management activities, but that integrates social features thatenable specific social media interactions that enable enterprises toco-operate for shared benefit. These benefits may include greateroperational efficiency, more rapid access to important business inputs,lower costs associated with business inputs, and so on.

Prior to the present invention, no platform was disclosed or conceivedthat included a multi-tenant resource management solution, linked to asocial networking platform configured to enabled co-operation betweenenterprises who may even be competitors.

In a further aspect of the invention, the inventors realized thatconventional open social media interactions (open sharing of informationand open communications within established networks) between platformclients who may be competitors would not be acceptable to manyenterprises. In one aspect of the invention therefore, the operator ofthe platform (10) acts as a trusted intermediary in enabling informationsharing and/or communications between platform clients in a particularway, so as to promote sharing of information and resources for sharedbenefit, while addressing the concerns of many participating enterprisesin maintaining the confidentiality of information concerning theirinternal operations (such as their suppliers, business processes, age oftheir equipment and so on). In other words, the platform (10) isconfigured to (A) provide useful resources to enterprises in amulti-tenant environment that segregates access for a first set ofenterprise information, (B) based on predetermined rules accepted byplatform clients, aggregate a second set of enterprise information(which may be a sub-set of the first set of enterprise information), andstore the second set of enterprise information to an information hub(20). The information hub (20) may be implemented as a section of thedatabase (14) that is tagged so as to be available to one or more sharedservices (22) that are made accessible to platform clients.

In one aspect of the invention, the platform (10) includes a data accessutility (24). In one implementation, the data access utility (24) isused to manage access to various resources of the platform (10) forexample by associating an access profile with usernames/passwordsassociated with a particular platform client. In one aspect of theimplementation of the invention, the data access utility (24) may beused to configure the shared services (22) made available by theplatform (10) on a platform client by platform client basis. In oneaspect of the invention, the platform (10) is configured to define,through the use of the data access utility (24), a set of rules forestablishing the eligibility of a particular platform client (12) toparticular shared services (22). For example, platform clients may berequired to provide access to information, or agree to share availableresources, through the platform (10) with other platform clients inorder to access certain shared services (22). This mechanism may be usedto motivate platform clients (12) to share information and resources toa greater and greater extent. Conversely, platform clients may retain acertain amount of control over the information/resources that they agreeto share through the platform (10). The inventors have discovered thatthis is an important feature in driving adoption and usage of theplatform (10) in that enterprises may be attracted to the platform (10)but generally wish to first share information/resources in a selecteddomain, and thereafter if the experience has been positive (for examplethe benefits are seen to outweigh the perceived risks of engaging withother enterprises through the platform), then generally the platformclients (12) expand their engagement with the platform, which acrossmultiple platform clients is in the interest of the platform clients andalso the operator of the platform (10).

Also, as shown in FIG. 1, the platform (10) may be implemented as acloud network implemented computer system. The platform (10) may beimplemented by a server application (26) or application repository,linked to a server (28) or server farm.

In one aspect of the invention, the resource management platform (10)includes a computer network enabled computerized maintenance managementsoftware (CMMS) platform (30). A skilled reader will appreciate theinvention may include resource management solutions or platforms otherthan a CMMS. However, the inventors have discovered that maintenancemanagement is a ubiquitous aspect of enterprise operations, andfurthermore one that many incumbent technology suppliers have notaddressed in a manner that is satisfactory to many enterprises.

The CMMS (30) includes or is linked to a web presentment utility (31)that is configured to define a platform client assigned web area. Thisweb area may be configured a platform client administrator for exampleto provide information concerning the platform client (such as accountinformation to enable transactions), shared service selections,information display preferences and so on.

In one aspect of the invention, the inventors have developed a cloudbased CMMS (30) that enables management or maintenance of variousenterprise assets (such as for example equipment) including for example:

(A) Logging of various assets requiring assets (“assets”);(B) Generation and tracking of maintenance schedules. This may includetracking various maintenance “activities” associated with an asset (forexample performing a particular diagnostic operation, or maintenanceoperation). Activities may be “required” or “recommended”. The platform(10) may be configured to generate reminders and/or calendar entriesbased on activities. The platform (10) may enable an administrator toassign activities to particular personnel and also send reminders totheir mobile phone for example based on user defined parameters.(C) Executing activities, including on an automated basis. This mayinclude checking an inventory system to see if a part required for anactivity is available, or ordering a part automatically from a supplier.As part of the execution related features, the CMMS (30) may alsoinclude supply chain management tools (including order processing anddelivery management).

In one aspect of the present invention, the CMMS (30) is configured toimplement a preventative approach to maintenance of assets. A skilledreader will know that it has been shown that a proactive approach toasset maintenance, based on early detection of problems and timelymaintenance, promotes asset health and longevity. It is important tonote that one particular contribution of the invention is the discoverythat the integration of the social features described above enables thedevelopment of far more effective preventative asset maintenance, byleveraging the collective asset maintenance related know-how of platformclients, as further explained below.

In a further aspect of the invention, the CMMS (30) is also linked to atransaction utility (32), for enabling platform clients (12) to orderproducts/services related to their maintenance requirements directlythrough the platform (10). This provides convenience to the platformclients (12), and also enables the operator of the platform (10) todeliver certain value-added services to platform clients (12), asmentioned below, that require access to the transaction information.

In another aspect of the present invention, the platform (10) includes aservice delivery platform (34) which is best understood as a series ofutilities that enable the platform (10) to provide value added servicesto the various platform clients (12), for shared benefit, leveraging theinformation made available across multiple platform clients (12).

A skilled reader will appreciate that FIG. 1 illustrates a particularpossible implementation of the platform (10). Many other implementationsare possible. For example, FIG. 2., illustrates an alternate, web-basedmaintenance ecosystem that implements aspects of the platform (10)described in this disclosure. The platform (10) implementation asillustrated in FIG. 2, an API (33) that is configured to connect forexample to a third party CMMS (40); various web based applications;sensors and embedded systems (35) that may connect directly to theplatform (10) to provide access to maintenance related information; andalso mobile devices. The API (33) is configured to make data availableto a data layer, using a data normalization layer (37) that enables datato be stored in a manner that supports big data storage, data mining,and transactions. The data layer (39) enables the storage of informationrelated to a number of functions including for example: parts &inventory; communication functionality; content creation; and analyticsor artificial intelligence (including optimization and recommendation).The data layer (39) feeds a number of features that are made availableto authorized network connected devices, for example social features(41), data analytics (43), and business intelligence reporting (45).

As shown in FIG. 3, in another aspect of the invention, in addition toimplementation of the platform (10) as a SaaS based platform, theplatform (10) may also include an enterprise system computer program(36), which may be implemented behind an enterprise firewall, and whichmaintains within the enterprise network environment the first set ofenterprise information (referred to above). The enterprise systemcomputer program (36) may also include an export utility (38) that isconfigured, based on one or more parameters accepted by the enterpriseclient, to gather and export to the server (28) the second set ofenterprise information (also referred to above), which may be used tosupport the provision of shared services as described in thisdisclosure. Platform clients that do not wish to operate in amulti-tenant environment may implement the enterprise system computerprogram (36) and pay the associated licensing fees.

The platform (10) may also link to one or more third party CMMS systems(40). A skilled reader will appreciate that the server application (26)may be configured to link to third party CMMS systems (40) and extractthe second set of enterprise information referred to in order to enableshared services (22) described below.

FIGS. 4 a, 4 b, 4 c, 4 d, 4 e, 4 f, 4 g, 4 h and 4 i show representativeinterfaces that illustrate possible functions of the CMMS (30).

FIG. 4 a illustrates a possible CMMS dashboard for accessing CMMS (30)features. In one aspect, the dashboard provides a unified view of anumber of important items such as work requests; open work orders;schedule compliance; high priority work orders; overdue work orders;work backlog across users; and low stock items. Users may adjust theirpreferences regarding information displayed, and how it is displayed.Each object in the dashboard may be clickable to access additionalinformation. The dashboard is designed to provide a unified view ofmaintenance related activities.

FIG. 4 b illustrates a representative screen for showing additionaldetails regarding work orders.

FIG. 4 c illustrates a representative view of a notifications tool ofthe present invention. This tool provides an aggregate view ofnotifications across the a client's service provided by the CMMS (30),including for example submission of work requests, messages regardingsuch matters as inventory depletion and so on.

FIG. 4 d shows a representative view of asset management functionality,which permits various inventories of assets to be seen in differentviews. The listed objects may be clickable items that enable users toaccess additional information.

FIG. 4 e shows a representative view of a user management functionality.Different users may be created on the system, and information may beprovided such as their role, and reporting relationships may also beentered to the system. In one possible implementation, the CMMS (30) maybe used to manage certification requirements. Certification detailsincluding expiry may be added through the user management features, andthis may trigger reminders for example through workflows enabled by theCMMS (30).

FIG. 4 f illustrates a representative view of parts/supplies managementfeatures of the CMMS (30). Details regarding/parts supplied may beadded. The CMMS (30) may link to or include an inventory managementsystem. This permits access to inventory information (such as currentstock) and allows inventory management workflows such as batch stockadjustment, bill of materials creation and so on. FIG. 4 g illustrates arepresentative view for creating a new asset in the CMMS (3).Facilities, equipment and tools may be added in a similar manner.

FIG. 4 h illustrates a representative view of reports features of thepresent invention. The CMMS (30) may generate, and allow users toaccess, a range of reports such all assets reports; work order requestscompared to completed work orders by asset, by asset category, and soon; a warranty track report to access a snapshot of warranties forassets or asset categories; and so on.

FIG. 4 i shows a representative view of setting features of the presentinvention, which allows a user to define various settings that they areauthorized to access, based on the permissions defined for them.

In one aspect of the invention, the CMMS (30) includes functionality formanaging work orders. FIG. 4 b for example illustrates a list of workorders generated by the CMMS (30). In one aspect of the invention, theCMMS (30) may include advanced work order functionality. In oneparticular aspect of such advanced work order functionality,“multi-asset work order” capability is provided, which permits multipleassets and associated tasks to be added to a single work order withoutthe need to create a work order hierarchy.

Multi-asset worker order capability is useful in completing “maintenancerounds” such as multi-asset inspections (or walk throughs) ormaintenance in the field. Examples of applications include: multi-assetinspections of smoke detectors, exit signs, emergency lighting and fireextinguishers; data collection rounds; health and safety workplaceinspections; environmental monitoring routes; washroom inspections orhotel room maintenance; regular facility security inspection routes;lubrication rounds; routine equipment start-up inspections; or machineand meter readings.

Multi-asset work orders facilitate completion of work in real-time byallowing users to complete work in the field and sign off on tasks ondifferent tasks associated with different assets on the go. Handlingsuch rounds using multi-asset work orders reduce administrative overheadby streamlining processes and reducing duplication of efforts. Inaddition, managers can obtain through the CMMS (30) and its use ofmulti-asset work orders greater visibility into the work that is beingdone. This visibility may be used for example to design inspectionroutes more efficiently, and also that enable better use of time oftechnicians or inspectors by ensuring that they proceed withassets/tasks in an efficient order. Additionally, multi-asset workorders reduce tracking assets and tasks to ensure that items are notmissed.

In another aspect, more than one technician may be added to a specifictask, and the CMMS (30) creates a task list user hierarchy for enablingthe execution of the task by multiple technicians. One advantage of thisfunctionality is enhanced ability to calculate automatically taskrelated costs in that hourly and wage and their total hours are stillrecorded in a work log section of the CMMS (30), despite the fact thatmultiple users are completing a task. This can be especially useful forprojects that require collaboration by multiple users on complex tasks.

Information Sharing

In one aspect of the CMMS (30), a resource profile manager (42) isprovided. In one implementation, the resource profile manager (42) isbest understood as one or more utilities that enable the management ofprofiles associated with various resources requiring maintenance thatare associated with the platform (10).

A skilled reader will appreciate that each unique piece of equipment mayhave its own maintenance requirements. A unique piece of equipment isusually associated with information such as a product identifier,associated part numbers, equipment description, associated photographs,associated part information, and an associated maintenance schedules,associated user and technical manuals and so on (“equipment relatedinformation”).

Some of this information is available from manufacturers, but it can betime consuming to try to organize this information in a way that it isreadily accessible when it is needed. A skilled reader will appreciatethat the staff responsible for maintenance often do not have access toadministrative support with access to computers system such as documentmanagement systems. Moreover maintenance teams are usuallyunder-resourced and do not have time to engage in administrative taskssuch as storing equipment related information electronically in anorganized fashion. Yet, when a problem occurs, it is important for suchinformation to be readily accessible to various maintenance personnel onan on demand basis, and preferably for example using a mobile device.FIGS. 4 j and 4 k illustrate representative screens presented by amobile application that can be designed to connect to the computersystem of the present invention.

Furthermore, the inventors have found that the equipment relatedinformation from manufacturers for example is often subject to changeand yet many enterprises do not keep such information up to date. Also,updates from manufacturer may often relate to multiple equipment modelsand therefore linking an update to a particular piece of equipment canbe time consuming or difficult to manage.

In one aspect of the invention, the platform (10) includes a data importutility (44) that is designed to link to online databases made availableby manufacturers for example, to extract information required topopulate a data record (46) for a particular piece of equipment, asestablished using the resource profile manager (42). The data record(46), by operation of the platform (10) acts as a unified repository forinformation concerning a unique piece of equipment. This uniquerepository inherently avoids duplicate records for the same piece ofequipment, and the resulting confusion and inefficiencies.

In one implementation of the invention, the data import utility (44) isconfigured to automatically extract relevant information or files, andlink them to appropriate fields of the applicable data record (42).Alternatively, personnel engaged by the operator of the platform (10)can extract and store this information.

In a still other aspect of the invention, the platform (10) may includeone or more utilities that are designed to leverage the community ofplatform clients (12) to engage in crowd sourced completion of tasksthat benefit the platform clients in aggregate. The incentive platform(48) may be leveraged to motivate users to complete data records (42)with for example information from manufacturers. More importantly,platform clients (12) can complete a data record (42) with their ownassociated information or observations, and this information (subject topermissions as configured by platform clients (12) using the data accessutility (24)) is then shared with other platform clients, or a definedsub-set of platform clients.

The associated information may include for example platform clientgenerated:

(a) corrections or additions to information from the manufacturer thatis relevant to maintenance;(b) suggested maintenance schedule or tasks;(c) best practice comments or suggestions related to maintenance;(d) platform client generated maintenance checklists, guides ordocumentation (in a variety of formats); and(e) maintenance related software tools developed by or for platformclients.

A skilled reader will appreciate that these activities through theplatform (10) provide access to better information regarding for exampleequipment—that is more accurate, more up to date, and may reflectaccumulated knowledge or know-how that normally is not made availableoutside an enterprise. This type of information is often not even sharedwithin an enterprise. Different members of a maintenance team forexample may have access to different insights regarding different piecesof equipment for example. In other words, the aggregation of this typeof information, made available by enterprise personnel through theplatform (10) may also benefit that very enterprise.

A skilled reader who is knowledgeable regarding the relevant domain willappreciate that sometimes manufacturers provide information that isincomplete or inaccurate in part because this makes them moreprofitable. Manufacturers and their channel partners may benefit ifequipment needs to be avoidably service or replaced (where this is notcovered by warranty). They benefit if their customers stock more partsthat are reasonably required, or if they do not have access to self-helpstrategies addressing maintenance issues on their own or increasingequipment longevity.

Significant advantages can be realized by enterprises if they haveaccess to the information or know-how necessary to minimize thesefactors. However, it is very unlikely that a single enterprise,especially a SME, has the resources to collect and maintain thisinformation for a single piece of complicated equipment, let aloneacross the various pieces of equipment that a typical enterprise likelyruns.

An important insight of the inventors is the discovery of theopportunity to address this issue by (A) creating one or morecommunities that possess in aggregate domain knowledge that can addressthese gaps in knowledge, and (B) motivating these communities to sharethis information, including by providing the information or documentsmentioned above. These motivations may include basic commonality ofinterest, the fact that contributors will tend to also receive benefitsfrom other platform clients. In addition, as discussed below, thepresent invention includes the incentive platform (48) which may includespecific incentives designed to motivate users to contribute informationthat provides a shared benefit.

Another advantage of this particular aspect of the invention is datanormalization of relevant information such as part numbers anddescriptions for a particular data record (42), which in turn enablesvarious analytical operations described above that would not have beenotherwise possible.

More particularly, the mechanisms described provide an improved taxonomyfor a variety of features of the analytics engine (50) as describedbelow.

The analytics engine (50) may be configured to analyze maintenancedocuments for example by analyzing their content semantically and/or totag maintenance documents automatically. The analysis or tagging mayrelate to the linking of the maintenance document to a particular datarecord (46), and therefore a particular piece of equipment, if thisconnection has not already been determined based on user initiatedtagging for example.

For example, the analytics engine (50) enables the platform (10) to linkin the platform (10) for example equipment or parts that relate to thesame product, but for which there may be different product names or evenpart numbers. This is a common problem that can result in mistakes,inconvenience, lost time and lower productivity. For example, onedistributor may use one part number for a product, and anotherdistributor may use another part number for the same product. Oneimplication is that businesses sometimes do not identify that the samepart may be obtained from another source at a lower cost. The platform(10) enables these distortions to be minimized and removes marketbarriers by implementing semantic operations through the analyticsengine (50) so as to automate the mapping of different identifiers thatrelate to the same product.

In one implementation of the invention, the analytics engine (50) isused to automatically analyze product related information, and apply oneor more semantic analysis operations to identify product informationrecords that relate to the same information. In one implementation,related records may be identified to an administrator for confirmation.If confirmed, two or more identifiers that relate to the same product orservice may thereafter be automatically mapped to one another for thepurposes of the various operations that utilize those identifiers.

In another implementation of the present invention, confirmation of therelationship between different identifiers may be promoted to theplatform's user base for confirmation, for example to selected users,whom the platform (10) has confirmed may have a higher than averageknowledge based in a domain relevant to the product or service inquestion.

In a particular implementation of the present invention, the platform(10) provides intelligent product and parts lists that automaticallyensure that one entity or record exists on the platform (10) for eachdistinct product, part or service, regardless of different taxonomiesthat may exist for the same product, part, or service.

In another aspect of the invention, the platform (10) includes a logger(52) that is operable to track the interaction of users with aparticular maintenance document, which may include viewing, downloading,forwarding, rating, or recommending a maintenance document. Thisinformation may be logged by the logger (52) to a profile associatedwith the maintenance document. The analytics engine (50) may include oneor more scoring mechanisms for associating a score from time to timewith a particular maintenance document.

One aspect of the incentive platform (48) may include incentives forusers to create high quality maintenance documents, based on output fromthe scoring mechanisms.

In another aspect of the invention, the platform may include asuggestion engine (51). The suggestion engine (51) may be part of orlinked to the analytics engine (50). The suggestion engine (51) has beendeveloped to analyze information available on the platform (10) for theplatform client, for example, their equipment list and optionally theirmaintenance list or inventory levels of parts. The suggestion engine(51) can actively suggest maintenance activities for example a differentmaintenance schedule that based on best practices determined across arelevant community associated with the platform (10) appears to providebetter results.

For example, the suggestion engine (51) may be used as a mechanism tomake up for gaps of knowledge that may exist in a particular platformclient's maintenance team, by leveraging the collective know-how of acommunity by operation of the platform (10). The suggestion engine (51)may also be utilized as a mechanism to promote preventative maintenanceas opposed to responsive maintenance, and also better allocation ofresources for a better overall result to the enterprise.

The suggestion engine (51) may also be utilized to suggest alternativeproducts for example a new machine to replace an existing machine or areplacement part or a service. The suggestion engine (51) may be usedfor example by manufacturers or distributors given access to this toolby the operator of the platform (10) to up sell their customers throughthe platform (10). A skilled reader will understand that the suggestionengine (51) is unique and innovative in that it (A) automaticallyaccesses deep information regarding for example the equipment that aparticular customers uses, how this equipment uses, what other equipmentthe customer may use, and (B) uses operations embodied in the analyticsengine (50) to generate automatically intelligence concerning a customerand their possible product or service needs that according to prior artmethods and solutions are either not possible, or are accumulated basedon costly sales efforts directed to accessing intelligence regarding acustomer's operations. One contribution of the invention therefore isthe provision of a scalable tool that provides intelligent suggestionsto for example manufacturers or distributors regarding specificrequirements of a customer or potential customer. These suggestions maybe used to for example direct sales/marketing efforts more efficiently,and improve return on investment from these efforts.

Customers or potential customers receive sales/marketing relatedcommunications that are relevant to them and timely, and therefore amuch better received than sales/marking communications that are enabledusing prior art methods and solutions.

Therefore in another implementation of the present invention, theplatform (10) may be operable to generate leads, and provide these forexample to a manufacturer or a distributor. In one possibleimplementation, distributors may pay for these leads. In a particularimplementation of the invention, the platform (10) may include forexample a transaction infrastructure for processing transactions forexample between a platform client (12) and a distributor who is alsolinked to the platform (10) in regards to the purchase of a part or of amachine. As further explained below, the platform (10) may provide theinfrastructure for supporting the deployment of applications (70) forexample for ordering parts/products from a particular source. Linking anecommerce utility for ordering and purchasing parts/products to theplatform (10) of the present invention enables a manufacturer ordistributor to utilize unique and innovative features, and alsodecreases the costs associated with development and maintaining such anecommerce utility.

In addition, the suggestion engine (51) may also be configured toautomatically analyze information regarding a platform client (12)available through the platform (10) including for example (i) their useof for example equipment, (ii) the current status of the equipment, andautomatically generate one or more recommendations or suggestionsregarding equipment, parts, or services that may provide an advantage tothe platform (10). For example, the suggestion engine (51) may enablethe automated analysis of the operations of a platform client (12) andsuggest (i) purchase of a different type of equipment, and/or (ii)operation or maintenance of the equipment in a different manner thatenables costs to be lowered, provides better return on investment,improved productivity or some other improvement in results.

In one example of the implementation of the present invention, theplatform (10) iteratively collects insights into maintenance ofequipment, for example by aggregating the actions taken by differentusers and resulting outcomes such as improved performance or increasesin life cycle of a particular piece of equipment. The platform (10) isconfigured to track the current life cycle and performance of EquipmentA being used by platform client X. The platform (10) may access bestpractices for Equipment A, generated by the analytics engine (50), andbased on the applicable best practices sends a message to platformclient X by operation of the suggestion engine (51) suggesting forexample as follows: “Consider changing belt to maintain performance.”

Leveraging the community in connection with maintenance provides manybenefits. Manufacturers often have very little information regarding howtheir products are actually used. A particular piece of equipment in thefield may be used in different ways yet manufacturer provided operatingconditions are generally provided in a generalized manner. The platform(10) provides a mechanism to identify different use profiles and toassociate maintenance documents with each use profile. Manufacturerstypically design their recommended operating procedures based on veryconservative recommendations rather than actual performance data.Enterprises are generally interested in trying to operate on a “just intime” basis with safeguards, rather than ordering equipment in advancethat may stay in inventory for extended periods of time. Conversely,because manufacturers have limited access to actual performance data,even with attempts to make conservative recommendations, sometimesoperating procedures are incorrect and furthermore it often takes sometime before manufacturers realize this, and then communicate this totheir customers. This sometimes is exacerbated by concerns regardingexposure to claims if equipment breaks down. The platform (10)significantly improves the access to accurate information obtained basedon collective insight.

Another advantage is that platform clients (12) can benchmark theperformance of their equipment and/or their maintenance personnel basedon industry standards that can be established automatically through theplatform (10). Information of this nature was not readily availableprior to development of the platform (10).

In another aspect of the invention, geo-location information orenvironmental information may be collected and associated withparticular equipment through the data records (46). This information maybe utilized to discover insights into equipment performance that may nothave been otherwise available such as the impact of environmentalconditions such as temperature or humidity on performance. Again, thecollection of such information and making it available to thecommunities enabled by the platform (10) is far more likely to result inuseful discoveries than individual analysis.

On-Boarding

Another benefit of the mechanisms described in this section is improvingease of adoption. A significant barrier to adopting a CMMS or adopting anew CMMS is the time that is generally required to populate the databaseof a prior art CMMS. This on-boarding process is significantly improvedby operation of the platform (10), where data records (42) for equipmentare well developed and easy to find and select in order to build aplatform client's equipment list. Furthermore, the platform (10) linksto each data record (46) various available maintenance lists,maintenance schedules, know-how records, and so on (“maintenancedocuments”). A user adopting the CMMS can automatically view availablemaintenance documents, and link them to his/her equipment list.

In one aspect of the invention, the platform (10) includes or is linkedto an on-boarding system (54) that assists users to on-board to the CMMS(30), for example by (A) automating certain on-boarding steps and/or (B)automatically suggesting certain resources or connections availablethrough the platform (10).

For example, the on-boarding system (54) tracks partial informationprovided by a user, for example in filling out a form that is part ofthe equipment list being completed by the user. The partial informationis compared to the available data records (46) to find one or morematches, and if a match is found auto-populates one or more fields ofthe form with relevant information from the matched data record (46), orprovides a list of close matches for user selection. Also, theon-boarding system (54) may invoke the analytics engine (50) to analyzeinformation provided by the platform client (12) or related to theplatform client (12), such as the equipment list, but also informationconcerning the platform client (12) that may be stored to a platformclient profile (56). This information may be used to find for examplemaintenance documents of interest to the platform client user. Thisinformation may also be used to initiate social media interactions withusers with similar maintenance responsibilities by operation of thesocial networking platform (16) subject to permissions established bythe platform client (12).

It should be understood that the social networking platform (16) may beused to suggest friend connections, for users to friend one anotherbased on common interest (for example similar responsibilities, issueswith similar equipment and so on). The power of the social web isleveraged by the platform (10) in order to enable users to connect withone another to form (one on one and group) connections based onmaintenance issues. The platform (10) enables connections to be madebetween people requiring information and those willing to provide it(including by operation of the incentives embodied in the system), thusdisseminating information in an efficient way that may not have beenavailable through any means before.

Generally speaking, most platform clients (12) will want to keepinformation concerning their maintenance operations anonymous, or atleast inaccessible to competitors. For example, Platform Client A willnot want its competitor to know that it is having trouble getting a keypiece of equipment to work. Or alternatively, Platform Client A does notwant to expose itself to raiding of key resources who contribute to muchbetter than average performance of another key piece of equipment.Therefore in one aspect of the invention, platform clients (for examplean administrator) may filter the availability of certain information andotherwise mediate social media interactions if this is desired.

In one particular aspect of the implementation of the invention, theplatform (10) may include a content delivery platform (60) that enablescontent to be made available through the platform (10) to a wide varietyof network connected devices, in a wide variety of formats and media.For example the content delivery platform (60) may be used to formathow-to guides submitted by users so that they are available using amobile device.

Content may be rated by users and then promoted through the platformbased on relevance. Recommended content may result in triggering ofincentives by operation of the incentive platform (48).

The platform (10) also may include a messaging utility (62) that enablesusers to share information or collaborate with colleagues or friendsestablished using the social networking features of the socialnetworking platform (16) (for example users may select as friends intheir network established through the platform (10) only thoseindividuals that they are comfortable or are not with a competingorganization for example. The messaging utility (62) may be utilized tosend in-platform messages to the user's network through the platform(10) with a question as to who may know how to repair a broken machine.

Sharing Other Resources

The present invention is also configured to enable the sharing of otherresources apart from information as described above.

A reader knowledgeable in the relevant domain will understand that manyenterprises have spare parts that they do not require immediately, andin fact they may never need because they are for a machine that they nolonger use. Some have estimated that there are hundreds of billions ofdollars in parts inventory that are not required, in North Americaalone.

Another aspect of the invention is to leverage the communities createdby operation of the platform (10) in order to match platform clientsthat require a part for example, with other platform clients who arewilling to sell the part through the platform (10). This may beaccomplished as follows:

(A) the platform client (12) determines that they need a particularpart, or they may soon need a particular part, or this is suggested bythe suggestion engine (51);

(B) the platform identifies a group of other platform clients (12) whomay have surplus parts by (i) accessing inventory information availableto the platform (10), (ii) through a third party platform linked to theplatform (10) (such as an inventory management platform), or (iii)analysis of the various equipments lists of the other platform clients(12);

(C) the messaging utility (62) sends a message to platform clients (12)who are likely to have surplus parts and have elected to receive suchrequests;

(D) The platform (10) matches the platform client requiring the part toone or more other platform clients willing to provide the part, andenables referral communication between them.

Many other implementations are possible. Available parts linked towilling sellers may be filtered for example for geographic proximity. Anobvious advantage of the platform (10) is in connection with urgentrequirements for parts when the part is not available locally from themanufacturer or its channel partners. It is possible that the same partmay be available from another enterprise close by, and this enterprisedoes not require the part. This provides an opportunity to the firstenterprise to repair a crucial piece of equipment much more quickly, andthe second enterprise is able to monetize (perhaps even at a premiumover the normal list price) an asset that may otherwise have beenobsolete.

The transactions may be enabled using the transaction utility (32), andthe operator of the platform (10) may retain a commission.

A group of platform clients may also collaborate by participating ingroup buying through the platform (10). In one aspect of the invention,the platform includes or may be linked to an electronic Request forQuote (“RFQ”) system (64). The RFQ system may track identical or similarrequirements across several platform clients, possibly automaticallybased on analysis of the platform clients' inventory lists andassociated maintenance requirements (as determined by the platform basedon observation of community behaviour). Platform clients (12) may beconnected to one another and asked whether they want to participate in agroup RFQ to one or more suppliers. The RFQ system (64) includes RFQfeatures similar to those in other electronic procurement platformsincluding group buying platforms. Importantly, however, linked to theplatform (10), the RFQ system (64) is operable to identify group buyingopportunities that would not have otherwise been identified, and enableplatform clients to act on these in order to realize significantsavings. Another key advantage of the RFQ system (64) is that it canpredict when and how and RFQ should be sent to vendors, based on accessto information regarding platform clients' future requirements inaggregate across a platform defined community.

Incentive System

The incentive platform (48) enables a variety of incentives to encouragedesired behaviours from different users of the platform. For example,loyalty points or badges may be associated with enhancement of datarecords (46) or correction of data records (46) or submitting a newmaintenance list or best practices document or video.

The incentive platform (48) may also incorporate various gamificationprocesses for encouraging users to share information or resources.

In one aspect of a possible implementation of the invention, platformclients may receive discounts in the normally applicable commissions forexample based on a contribution score defined for them by operation ofthe analytics engine (50).

Analytics

In one aspect of the invention, the analytics engine (50) is operable toanalyze information made available to the platform (10) andautomatically generate a variety of metrics such as for examplebenchmarks for equipment performance or maintenance personnelperformance.

For example the analytics engine (50) can:

(A) Harvest aggregated data (such as machine run time data) to driveanalytics for decision support and intelligent maintenance;

(B) Optimize maintenance activities for example based on maximizingproduction or minimizing cost;

(C) Personalize user experience in part to improve compliance with bestpractice based maintenance parameters;

(D) Identify synergies between platform clients and creating connectionsbetween them, including for sharing information and resources;

(E) Analyze information to identify best practices; and

(F) Predict and intelligently recommend the proper maintenanceschedules, tasks and lists to users who desire such information based onequipment usage or queries asked, and offer recommendations to optimizetheir processes, including procurement of parts, equipment, etc. oroffering specialized data intelligence.

The analytics engine (50) may implement various analytics applicationsand/or analytical processes. The analytics engine (122) may include asemantic analyzer for example for analyzing semantically for exampletext captured from various communications that are part of the socialmedia interactions initiated using the social networking environment(104) of the present invention. Access to the analytics engine (122) maybe controlled and managed by operation of the administrative utility(152).

The analytics engine (122) may enable an administrator for example toconstruct and obtain answers to various queries, or initiate thegeneration of various reports based on data output from the analyticsengine (122).

The analytics engine (122) enables enterprises to better understand themarketplace in which they operate. Using the analytics engine (122), theplatform (100) takes advantage of the front line workers' viewpoint andacts as the eyes and ears of the organization at the critical “last 3feet” where consumers are making the actual purchase.

The analytics engine (122) may incorporate or link to a suite ofstatistical and advanced analytic tools to monitor the situation atparticular levels of interest, such as for example retail. Given thedeployment of the platform (100) in a way that enables targetedinformation from selected groups or interactions between selectedgroups, the platform (100) operates as an early warning and competitiveintelligence system.

The analytics engine (50) is operable to provide insights that provide afirst line data indicator of trends in equipment use and maintenancethat are currently not available, or only are available based oncollection of survey responses which is known to be costly to obtain andbased on low participation the results may not be representative oftrends.

The analytics engine (50) provides business intelligence that can besegmented by local, regional, national and internationally.

Dashboard

The web presentment utility (31) is operable to present a dashboard (66)that enables platform client users to access the various platformfeatures. The dashboard (66) may be implemented using a semantic userinterface that is highly personalized and provides an intimate userexperience, thereby driving technician adoption.

The dashboard (66) may be configured for example to present aggregateddata across different industries for example for the same equipment.

Add-Ons

In one particular implementation of the invention, the platform (10) isimplemented using an API (68). The API (68) enables interfaces betweenthe server application (26) and for example third party CMMS's, and alsoenterprise computer programs (36). The API (68) also enables the serverapplication (28) to support applications (70) that may be developed bymembers of a development community who may be part of the communityenabled by the platform (10). The operator of the platform (10) mayprovide one or more tools that enable developers to develop and launchapplications (70) that operate on the platform (10) by means of the API(68).

The platform (10) may connect to intelligent appliances through the API(68) for example to harvest information regarding equipment performance.

The platform (10) may initiate the creation of community activities toperform work that adds to the value and traction of the platform (10),for example translation of data objects related to the platform (10).

The platform (10) may include a variety of applications (70) that maydrive platform activities such as the completion of a maintenance tasklist. For example, a graphical user interface may be provided based oncontent likely to be of interest to a maintenance technician, such asfor example a calendar including revealing content, where uncovering thecontent requires completion of all items in a task list.

The platform (10) may include a document version system that may beimplemented using functionality similar do a document management system(DMS) for tracking and storing information objects (including documentsand images), including different versions. The document version systemmay be used to manage for example different versions of product orequipment manuals, and other similar documents.

The platform (10) may be linked to various wearable devices where thecombination of the wearable device with the services available from theplatform (10) is advantageous to users. For example, a wearable computerwith an optical head mounted display (OHMD) may be connected to theplatform (10). The OHMD may include a computer display that allows usersto view data, including data related to objects also in the field ofview. Optionally glasses similar to for example Google Glass™ may bedesigned to have protective features such as safety glasses. A systemthat includes the platform (10) and glasses adapted for informationcapture and display has numerous advantages. A network connection mayenable the glasses to connect to the platform (10) and for example: (a)match equipment in the field of view to a database linked to theplatform; and (b) retrieve relevant information based on a match anddisplay the data in a way that is associated on the display withequipment in the field of view. This allows for example maintenanceworkers to access information from the cloud by scanning a facilityvisually using their glasses. For example, the platform (10) may allow auser to select a scan for assets requiring maintenance mode, whereby theuser scans visually and in the display visual objects are presented thatbring attention to assets in the field of view (in whole or in part)that require maintenance. Even if an asset is not in the field of view,the display may show visual objects that direct the user in thedirection in which assets requiring maintenance are located. The processmay be iterative and incorporate way-finding features.

A user may then use the glasses to access other related information suchas relevant work orders or video tutorials relevant to maintenancetasks, based on assets located using the glasses.

A scanner made part of the glasses may also be used to scan a QR code inorder to locate and retrieve relevant information from the CMMS (30).Similarly a bar code or other identifier may be scanned in order toenter an asset to the system.

The glasses may include a communication utility. This may be used tocontact a help desk such as one associated with a manufacturer ordistributor of an asset, in order to ask questions. By connecting theglasses to the CMMS (30), a worker can easily access in the fieldadditional relevant information in order to initiate a call in thefield, and the worker can also capture and automatically send images tothe help desk worker. This can save significant time and provide betterconvenience when engaging with an outside help desk is necessary.

A communication interface may also be used to connect to diagnosticequipment and access data and view reports on the glasses based on thedata in real time. This can help improve the speed with whichmaintenance issues are addressed.

The glasses may also be used for uploading information to the platform(10) including for example photos of equipment or parts of equipment,using a camera that is part of the glasses. Various other features andworkflows are possible.

Social Networking Environment

The social networking environment should be understood to includeconventional known social networking aspects but departs from the priorart by incorporating these into a resource management or maintenancemanagement related platform. The social media interactions themselvesare novel, as they relate to community interactions around sharing ofinformation and resources through a web enabled platform, which did notexist prior to the present invention.

Certain possible attributes of the social networking platform (16) aredescribed. The web presentment utility (31) is operable to generate aseries of web pages, as directed by the social networking platform (106)so as to define a series of user interactions and/or workflows,including social interactions that define the social networkingenvironment described herein.

The present invention enables the connection of two or more personnel(across enterprise locations or across different businesses such asmanufacturer-distributor-retailer) that may not have otherwise met yettogether represent a combination of access to information, expertise,local knowledge, maintenance knowledge, equipment knowledge, or otherfacts that, when brought together within a social networking platformthat enables cost effective, familiar and engaging social interactions,can provide and create synergistic value around important resourcemanagement objectives having a shared benefit across two or moreplatform clients.

The social networking platform (16) may be used to implement a varietyof social media interactions that promote objectives of the platform(10). For example, social media interactions between users may beinitiated so as to (A) identify users engaged in similar activities,such as maintaining similar equipment, or indicating a similar knowledgebase, (B) suggest that such users “friend” one another through thesocial networking platform (16), (C) enable communications and socialmedia interactions between “friended” users, and/or (D) encourage usersin social networks to provide one another a “knowledge rating” in one ormore particular domains. The analytics engine (50) may be configured toaggregated knowledge ratings for users, and optionally using othermetrics, calculate a “knowledge score” or equivalent for relevant users.Knowledge scores may be associated with incentives, and also enable theoperator of the platform (10) to target users who meet certain knowledgescore thresholds for example to review information or prepare documents(such as service manual addenda) for dissemination and use through theplatform (10).

A skilled reader will understand that it is an innovative contributionto the relevant art to conceive of building a platform that attractsusers who may have specialized and valuable knowledge, but which is notused outside of their organization, and linking these users with oneanother that enables dissemination of knowledge and expertise, therebyimproving productivity of participating organizations as a whole.

The system and method of the present invention is operable to distributeknowledge in order to improve maintenance related outcomes to a group ofplatform clients.

The social networking platform (16) may be generally implemented usingone or more application servers. For example, the social networkingplatform (16) system that may include an application server and graphservers. The application server manages a member database, arelationship database, and a search database. The application server mayalso contain a matching engine to enable the suggestion of friendcombinations based on a series of criteria. Friend suggestions mayrequire acceptance, after which they are added to relevant social graphsmanaged using the graph server. The matching engine may suggest friendmatches based on criteria such as similarity of industry, but filteringmatches between competing organization established for example based onuser defined competitors lists. The matching engine may include variousfunctions or features for matching individuals based on a variety ofcriteria including for example demographic attributes, personalitytraits, and also factors related to the enterprise objectives. Forexample the matching engine may be used to match friends within groupsdefined by the social networking environment based on similarity ordissimilarity (depending on for example campaign objectives) ofexperience, training, maintenance certificates and so on. Matching mayalso be based on attributes associated with for example the retailstores in which users may operate. For example, users may be matchedwith users who work at similar businesses or maintain similar equipment.The purpose of matching user 1 with user 2 may be to enable user 2 toshare tips with user 1 in an engaging atmosphere that both user 1 anduser 2 are familiar. The social interactions enabled by the socialnetworking platform (16) provide an informal setting for user 1 and user2 to socialize and in the process share tips regarding maintenance.

The social networking platform (16) may also be configured to implementa number of community interactions, and also activities initiated by theoperator of the platform (10) such as crowd sourcing of activities thatadd value to the platform (10). In one example, the social networkingplatform (16) may be used to create and promote projects related to thetranslation of content associated with the platform (16). In onepossible implementation of the invention, the platform (10) includes amanaged crowd sourcing system that enables the operator or one or moreof the platform clients (12) to design a campaign to provide incentivesto other users to translate content. For example, a manufacturer or adistributor may provide incentives through the platform (16) to platformclients (12) or their personnel to create translations of technicalinformation related to their products. Translations may be distributedthrough the platform (10) based on a number of different monetizationmodels or incentive models that may be supported by the platform (10).

Workflow

Various workflows are described in this disclosure. One workflow andcomputer implemented method of the present invention includes:

(A) a plurality of platform clients configuring the CMMS to define alist of equipment used in their business; and

(B) The CMMS launching and thereby enabling the platform clients toaccess a plurality of intelligent features that enable them to managethe maintenance of their equipment, including based on the collectiveinformation, documents, or knowledge shared or generated by operation ofthe CMMS.

Example in Operation

The operation of the invention may be illustrated in a use case.

In a typical case, a machine breaks down on the manufacturing floorcausing production to stop and severe disruption throughout the plant.Worse, each hour of downtime may cost a business a significant amount ofmoney in lost revenue. Many businesses rely on machines that may nolonger be in production; in fact the manufacturer may no longer be inbusiness. Many businesses have significant spare part inventory on hand,but they may not be the right parts, or the maintenance personnel of abusiness may be uncertain whether they are the right part because thereis no information or documentation to confirm whether it is the rightpart or not.

A maintenance manager in these circumstances may call a local supplier,who may be able to ship the correct part. But it is fairly common forsome parts to require up to six (6) weeks in lead time for delivery.

In addition, in some cases the machine part arrives, or is available onhand, but the manual cannot be found and the maintenance personnel isuncertain as to how to install the part and/or how to carry out therepair.

In the interim, production may be at a standstill, at least in part.

In contrast the computer platform of the present invention prevent sucha scenario by using real time intelligence from maintenance relatedcontent curated in its database from a variety of sources, includingbased on sharing and collaboration from users of the computer platformfrom across industries and around the world, to make proactive decisionsthat will save users money and make maintenance, and thus production,more streamlined, productive and efficient, while avoiding costlydisruptions.

The following representative scenario illustrates some of the advantagesof the present invention:

(A) A machine that is important in the business of a user breaks, andmore importantly, the computer platform of the present inventionoptionally predicts that the machine may be about to fail (perhapswithin a defined lead time) based on the maintenance records of the userand data gathered from other users with the same machine and comparingmaintenance, performance and runtime data between them.

(B) In one aspect, the computer platform may determine from themaintenance records of the user the type of part needed for the brokenmachine and searches for the part among the many users in the systemthat have the same machine and the same parts. This information may bediscovered for example based on one or more text based searches (usingfor example machine make, model and serial number, or part number) andone or more contextual searches (similar industries, similar businesstype, similar suppliers, etc). A possible outcome is that the computersystem of the present invention discovers those users having therequired part in their inventory and then informs them that the part isneeded somewhere else and a communication is sent through the platformto inquire whether they would be willing to sell that part to the userin need. This offers the ‘selling user’ a way to monetize slow movinginventory that is otherwise very expensive to keep and is often on theirbalance sheet for years.

(C) In another aspect, the computer system scans for the maintenance andrepair procedures from information and documents (such as manuals)linked to the platform (10) through the various platform clients,including for example records or manual annotations created by personnelfor various platform clients who are responsible for maintaining thesame or similar equipment, so as to extract insights or specificinformation or documents. Based on permissions that may be defined bythe contributing platform clients, this information may be shared orused in aggregate. This allows the platform (10) to enable access toinformation that otherwise would not be accessible). For example, theplatform (10) provides access to an internally created maintenanceprocedure or checklist document, created by a knowledgeable maintenancetechnician, and which may represent an important investment by oneplatform client, that provides value to them but that they cannotcurrently monetize externally. The platform (10) creates a market forsuch information or documents in exchange for sharing of theinformation. The ‘right’ maintenance procedure may be chosen based onrelevancy as determined by a variety of metrics, including but notlimited to, user comments, rankings, most often used, etc. The MA systemstores and monitors this metadata and dynamically determines each timewhich is the correct information to choose from based on metrics.

(D) In one aspect of the invention, users access offers of the rightpart automatically and optionally an associated optimum maintenanceprocedure and/or documentation needed to carry out the repair. Thedocumentation may include more information, better information, or uservalidated information, which provide significant added value over whatis generally available, which is manufacturer generated informationwhich is often incomplete or not detailed enough.

(E) Additionally, in another aspect of the invention, the user carryingout the repair may access help through the platform (10) by askingquestions and communicating with other experts throughout the communityor communities enabled by the platform. These may include individualswho know or are responsible for the same kind of machine in differentcompanies, again identified by operation of the computer system.

(F) In another aspect of the invention, the computer system may includeor link to a mobile application, or may enable mobile access to one ormore platform functions, that for example enable a user, once in thevicinity of the broken machine, access from the platform of all relevantinformation as described. This may be accessed for example by (i) theuser accessing a machine list (which may include images) configured forthe user, or (ii) the user scanning a barcode from the machine which issent to the platform and which initiates retrieval of relevantinformation. This allows the user to access for example relevant manualsand schematics associated with the repair in the field and possiblyinitiate repair immediately. Prior art methods and solutions generallyrequire search for paper based or electronic documents that generallyare not stored in an organized fashion. Especially in relation to acritical maintenance or repair procedure in relation to an importantpiece of equipment, the present invention provides significantadvantages to users.

(G) In another aspect of the implementation of the invention, once therepair is complete and the broken machine is back online, the computerplatform of the present invention may intelligently learn how ongoingperformance of the machine compares to the same machines used by otherusers in the system and benchmarks it against the rest, usinginformation that the computer system of the present inventionautomatically collects from a variety of sources, but primarily from acomputerized maintenance management system (CMMS).

(H) Using functions of the analysis engine (50) (including for examplealgorithmic operations implemented to the analysis engine (50)),including for example artificial intelligence operations, theseoperations may provide valuable data and information through thesuggestion engine to the user to keep the machine in top working order,or in other beneficial ways, as compared to what other users of thecomputer system may experience. For instance, if a user in company A isexperiencing less machine downtime due to failure versus company B, thecomputer system may provide company B with a reason why and a solutionof how to remedy; for example, a different preventative maintenanceschedule, or a lower operating temperature. This information may beassembled, analyzed and recommended by the computer system of thepresent invention in an aggregated and anonymous fashion, which means noidentifying information is gathered or provided.

(I) Over time, a user may continue to use the computer platform of thepresent invention to acquire or access missing data/information to closethe user's gap in knowledge on anything maintenance related in theirbusiness or field of interest. The user can obtain benchmark dataagainst industry (performance of people and equipment); recommendationson capital purchases and reasons for and timing of (based on actualperformance data); obtain best practices based on environmental factors(e.g. geo-position of the equipment, like altitude, which affectsequipment performance); make decisions regarding whether retrofits orupgrades are required (and be recommended parts, equipment, service orintelligence needed) based on actual real time information and machinedata from users throughout the system; and receive targeted ads fromrelevant vendors based on specific or group needs, including discountsor special offers generated by group buying where buyers are clustered,for specific parts, equipment, services, etc.

(J) When parts are needed, especially everyday items such as indirectMRO (maintenance, reliability and optimization) parts, the user may relyon the computer system to automatically control when, the quantity, andhow the parts are procured and delivered to the user, based on userpreferences, and with minimal input or oversight needed from the user.For instance, a vendor may deliver parts to a user based on the user's‘hot buttons’—e.g. fastest delivery, lowest price, etc.—that thecomputer system of the present invention communicates to the vendor, andthe time when the user actually needs the part. This builds efficientsupply chains and strong, trusted relationships between users (a vendoris also a user of the computer system of the present invention). Thisalso allows the user to have a streamlined inventory, carrying onlyparts he will need and use in a reasonable timeframe, thus keepingexpenses down and ensuring no stock-out situations that could lead tocostly downtime in production.

(K) Each time the user completes any task, such as keying in criticalfields such as ‘cause of failure’ with useful and descriptiveinformation, updating maintenance lists, answering another user'squestions, etc, s/he may earn points as a reward that can beredeemed/traded/sold for valuable goods and services on the computersystem of the present invention.

(L) As previously stated, the computer system learns the user'smaintenance procedures and machine equipment behaviours, including thoseof all users and machines across the entire community, the computersystem of the present invention may recommend service before unscheduledfailure based on inputs gathered in real time and comparing it to otherdata across other companies. The goal for the user is to always havescheduled downtime, rather than unscheduled downtime, which represents aparadigm shift in the user's maintenance experience, changing it fromreactive to proactive/preventative maintenance. This in turn greatlybenefits the user's production experience.

(M) When ‘scheduled service’ has been determined for a machine, thecomputer system of the present invention may recommend and assist theuser in ordering and organizing all of the necessary parts, serviceproviders, contractors and technicians that are needed ahead of time sothat all critical stakeholders and components are available at the timethey are needed. The computer system of the present invention, in oneimplementation, is configured to predict well in advance of when therepair or service is needed on the machine, saving the user money andpreventing unwanted or potentially dangerous situations.

When controlled shutdown of the machine is initiated by the user, thecomputer system of the present invention may recommend a set ofprocedures on what is needed to be done to successfully carry out thework. In one implementation, the computer system provides a recommendedschedule and/or activities list for the ongoing maintenance and runningof the machine, based on the user's ‘optimal use’ equipment profile forthat machine—such as maximized production or minimized unscheduleddowntime—either of which could incorporate different strategies toachieve such goals.

General

Depending on the particular implementation and various associatedfactors such as the resources of the mobile device, wireless networkparameters, and requirements of the content distribution of social mediaplatforms, different implementation architectures may be used for thepresent invention.

It should also be understood that the server (20) may be implemented asone or more servers in any possible server architecture or configurationincluding for example in a distributed server architecture, a serverfarm, or a cloud based computing environment.

The present system and method may be practiced in various embodiments. Asuitably configured computer device, and associated communicationsnetworks, devices, software and firmware may provide a platform forenabling one or more embodiments as described above. By way of example,FIG. 5 shows a generic computer device 100 that may include a centralprocessing unit (“CPU”) 102 connected to a storage unit 104 and to arandom access memory 106. The CPU 102 may process an operating system101, application program 103, and data 123. The operating system 101,application program 103, and data 123 may be stored in storage unit 104and loaded into memory 106, as may be required. Computer device 100 mayfurther include a graphics processing unit (GPU) 122 which isoperatively connected to CPU 102 and to memory 106 to offload intensiveimage processing calculations from CPU 102 and run these calculations inparallel with CPU 102. An operator 107 may interact with the computerdevice 100 using a video display 108 connected by a video interface 105,and various input/output devices such as a keyboard 110, mouse 112, anddisk drive or solid state drive 114 connected by an I/O interface 109.In known manner, the mouse 112 may be configured to control movement ofa cursor in the video display 108, and to operate various graphical userinterface (GUI) controls appearing in the video display 108 with a mousebutton. The disk drive or solid state drive 114 may be configured toaccept computer readable media 116. The computer device 100 may formpart of a network via a network interface 111, allowing the computerdevice 100 to communicate with other suitably configured data processingsystems (not shown). One or more different types of sensors 130 may beused to receive input from various sources.

The present system and method may be practiced on virtually any mannerof computer device including a desktop computer, laptop computer, tabletcomputer or wireless handheld. The present system and method may also beimplemented as a computer-readable/useable medium that includes computerprogram code to enable one or more computer devices to implement each ofthe various process steps in a method in accordance with the presentinvention. In case of more than computer devices performing the entireoperation, the computer devices are networked to distribute the varioussteps of the operation. It is understood that the termscomputer-readable medium or computer useable medium comprises one ormore of any type of physical embodiment of the program code. Inparticular, the computer-readable/useable medium can comprise programcode embodied on one or more portable storage articles of manufacture(e.g. an optical disc, a magnetic disk, a tape, etc.), on one or moredata storage portioned of a computing device, such as memory associatedwith a computer and/or a storage system.

Various functions described may be made accessible using one or moremobile devices, including by providing a mobile application foraccessing features of the computer network service described, oraccessing the computer network service using a mobile browser. Themobile application described may be implemented to any mobile platform,including the iOS platform, ANDROID™, WINDOWS™ or BLACKBERRY™

It will be appreciated by those skilled in the art that other variationsof the embodiments described herein may also be practiced withoutdeparting from the scope of the invention. Other modifications aretherefore possible.

A skilled reader will recognize that other example various extensions tothe features and functions described are possible, such as incorporateof various semantic analysis functions to the analytics engine (122).

It will also be appreciated that the block configurations, screen shots,and flow charts provided herein are for illustrative purposes only andvarious modifications thereof are applicable within the principlesdiscussed herein.

Although the above principles have been described with reference tocertain specific embodiments, various modifications thereof will beapparent to those skilled in the art without departing from the scope ofthe invention and the claims appended hereto. Other modifications aretherefore possible.

Advantages

Various advantages of the present invention have already been mentionedabove. Further advantages of the invention are described below.

The present invention provides:

A unique and innovative CMMS offering.

A CMMS platform that integrates parts and service procurement, therebyleveraging valuable transaction information to enable the aggregation ofinformation and supplier terms for shared benefit.

A CMMS platform that integrates group buying features for savings madeavailable across platform client groups.

A resource management platform that integrates a social networkingplatform in order to facilitate information and resource sharing thusproviding significant added value to platform clients.

A platform that can function as a cloud based solution, but also can beimplemented inside an enterprise firewall, while being configured toenable export of permitted information to support shared services.

A robust and scalable, web enabled platform that allows enterprises torun their resource management and all of their resource managementactivities.

A unique and innovative business model that provides free or low costaccess to a valuable platform, delivering savings to platform clients,and delivering a transaction based commission to the operator of theplatform.

A web based platform that is accessible from many different devices,including smart phones and tablets, and provides easy access tomaintenance related information and activities through a single,intuitive interface, thus replacing costly and inconvenient paperprocesses and/or multiple technologies used for the same functions;

A platform that enables platform clients to share information, on theirterms, in a way that provides benefit back to those sharing

A platform that enables crowd-sourcing of accumulation of valuableintelligence regarding maintenance of equipment.

A platform that enables platform clients to create efficiencies and costsavings.

A platform that is flexible in that it enables platform clients tochoose between operating in a multi-tenant cloud based architecture, orbehind a firewall in an implementation that enables the extraction ofinformation that supports shared services.

A CMMS that integrates with a robust transaction platform therebyproviding access to rich transactional data for shared benefit, andsingle point platform for tracking maintenance activities and managingrelated transactions.

A platform that enables platform clients to align around the resolutionof technical and supply-chain problem and the improvement of workflow.

A platform that enables platform clients to improve their businessoperations and increase business productivity.

A CMMS that helps avoid machine failure, machine downtime, lostproductivity, and significant costs associated with additionalparts/services requirements.

A platform that enables a new community that did not exist before, abusiness-to-business community based on sharing of information andresources for shared benefit.

A platform that leverages a platform generated crowd in order to provideaccess to a broader supply chain, broader and deeper technicalexpertise, group buying power.

A platform that uses the platform generated crowd to have a greater,group impact on suppliers by encouraging improvements in productdesigns, manufacturing quality, service packages and so on.

A platform that enables for the first time mass collaboration inconnection with equipment maintenance using a social internet basedapproach.

A platform that enables value to be unlocked from inventories that wouldotherwise be obsolete

A new model for “social-networking-for-business”.

A platform that allow for the first time auto-populating a user's CMMSdata records and databases, auto-generating records (such as asset listsof a facility, parts used with assets, recommended maintenance schedulesand procedures, etc), auto-completion of partial records, for easy onboarding and ongoing use of the CMMS.

A platform is provided that predicts and intelligently recommends theproper maintenance schedules, tasks and lists to platform clients whodesire such information based on equipment usage or queries asked, andoffer recommendations to optimize their processes, including procurementof parts, equipment, etc or offering specialized data intelligence.

1. A system for managing maintenance of resources such as equipment ordevices, the system comprising: a. a plurality of computer terminalslinked to a computer network, each computer terminal associated with anindividual; and b. one or more computers executing a computerizedmaintenance management system (CMMS) as a computer network service madeavailable to users of a plurality of clients using the computerterminals; wherein the CMMS (i) tracks activities of users (across atleast two clients) in connection with the management of resources, (ii)extracts insights from such activities, and optionally (iii) enablesusers to upload information or documents related to resource managementto the system, and extracts from such information or documents aninformation set; and wherein the CMMS analyses the information set andgenerates automatically one or more suggested maintenance actions and/orproduct or service requirements for clients (“suggestions”), andcommunicates the suggestions to one or more clients for whom it isdetermined that the suggestions are relevant.
 2. The system of claim 1,wherein the suggestions include preventative maintenance actions.
 3. Thesystem of claim 1, wherein the CMMS monitors the performance of a set ofresources associated with varying maintenance actions, and extracts bestpractice information based on the resources that perform the best, anduses these best practices to generate suggestions.
 4. The system ofclaim 1, wherein the CMMS includes one or more data filters forfiltering confidential information, sensitive information, orinformation that a client elects not to share, from suggestions.
 5. Thesystem of claim 1, wherein the CMMS access one or more inventorymanagement tools and automatically orders a resource from a supplierbased on the suggestion.
 6. The system of claim 1, comprising a socialnetworking platform that enables clients to selectively sharemaintenance related information.
 7. The system of claim 6, wherein thesocial networking platform enables clients to aggregate product orservice requirements in order to share costs.
 8. The system of claim 6,wherein the social networking platform enables clients to permit theirinventory information to be accessible, or accessible in part, by one ormore other clients selected by them (networked clients), in order toshare inventory, including parts inventory.
 9. The system of claim 8,wherein the CMMS allows clients to search for required parts fromnetworked clients based on part parameters and geographic parameters.10. The system of claim 9, wherein the CMMS automatically detects gapsin a first client's inventory based on its resources, and automaticallysuggests inventory available from its networked clients.
 11. The systemof claim 1, wherein the CMMS comprises: a. the computer network service;and b. a local computer system component that connects to the computernetwork service; wherein the local computer system includes an exportutility that permits a client to selectively determine the informationto be exported to the computer network service for storage to a datastore for use in routines using information across a plurality ofclients.
 12. The system of claim 1, wherein the CMMS includes orconnects to a semantic analyzer for determining that two or moreinformation sets relate to a similar resource or to the same resource.13. The system of claim 3, wherein the best practice informationincludes a suggested maintenance schedule for a resource.
 14. The systemof claim 1, wherein the suggestions include one or more of: a. purchaseof particular new piece of equipment, or part; and b. a particularmaintenance action.
 15. The system of claim 1, wherein at least onecomputer terminal is a mobile device, and the mobile device isconfigurable to connect to the CMMS and send information to the CMMS andreceive information from the CMMS.
 16. A method for managing maintenanceof resources such as equipment or devices, the method comprising: a.linking a plurality of computer terminals to a computer network, eachcomputer terminal associated with an individual, and b. linking one ormore of the computer terminals to one or more computers executing acomputerized maintenance management system (CMMS), implemented as acomputer network service made available to users of a plurality ofclients using the computer terminals; c. two or more clients(“participating clients”) permitting the CMMS to (i) track activities ofusers across the participating clients in connection with the managementof resources, (ii) extract insights from such activities, and optionally(iii) enabling users to upload information or documents related toresource management to the computer system, thereby extracting aninformation set; d. the CMMS executing an analytics and suggestionroutine, the analytics and suggestion routine analyzing the informationset and generating automatically one or more suggested maintenanceactions and/or product or service requirements for clients(“suggestions”); and e. at least one client receiving suggestions at oneor more computer terminals.
 17. The method of claim 16, comprisingfiltering suggestions for relevance to a participating client, andtransferring to the participating client relevant suggestions.
 18. Themethod of claim 16, comprising suggesting preventative maintenanceactions.
 19. The method of claim 16, comprising the CMMS monitoringperformance of a set of resources associated with varying maintenanceactions, and extracting best practice information based on the resourcesthat perform the best, and using these best practices to generatesuggestions.
 20. The method of claim 16, comprising filteringconfidential information, sensitive information, or information that aclient elects not to share, from suggestions.